There appears to be some technical issues with the service where customers are unable to make calls or send texts. Customer's are unable to view their current goodybags also.
We're currently investigating this and will update you all ASAP.
17:25 - identified root cause
Update: We've identified the root cause to the problem - our billing system is down which is why you're not currently able to make calls and texts.
Activations are also affected as we're not able to process the payment (through our billing system)
- You'll can use data (as it doesn't go through our billing system)
ETA for fix: working on it, no estimated time as yet.
Next update: This has the highest priority and we'll update as soon as we have any further news.
18:06 - site back up
Sorry folks, authentication to log into the site is related to this issue, site is back up again (able to log back in to update this thread).
No update re being able to make calls/texts, problem is not with core network, but with integration layer which authenticates all calls, texts and logins
We'll continue to keep you posted - as soon as we know more we'll place an update here, we're also providing updates via facebook.com/giffgaffmobile and twitter @giffgaffhelp
The team have more information about the cause - they're now closer to a resolution.
Rebooted the platform and closer to a fix.
Sorry for the inconvenience - we're doing all we can to get this up ASAP!
Calls and texts are back up.
Thanks everyone for your patience. We understand how difficult this is for everyone impacted.
The issue was with the integration layer which authenticates all calls, texts and logins which is why you may have problems sending and recieving calls and texts.
I'll update this post with an explanation of what happened when I have it to hand. Clairekav
We're still waiting the final details that caused the fault but from the information to hand we can say that it originated from the network MSC (network switch) that handles all the giffgaff traffic and accounts. This impacted some of the connected systems (text and voicemail platforms) and links from these into the O2 network and onto giffgaff.
A number of these had to be restarted after the fault on the MSC was resolved - as they needed to be restarted one after the other, it took longer than expected to restore service.
This is also why we couldn’t confirm when service would be available as, whilst we were confident this would resolve it, we couldn’t be completely sure.
The issues on the website were a combination of the website retrying to get information from the network and as this was failing the number of retries combined with the increased traffic due to the network outage. We are still working to make sure that these are stable before we leave this evening.
Thanks again for your patience.
I understand there a few threads regarding compensation, this is something we'll look at tomorrow morning and make a statement once we've taken care of the network related issues - ClaireKav
00:14 - system ticking though
There have been a couple of reports where people haven't been able to text/call - these should have resolved themselves by now.
If you're still experiencing problems, try switching your phone on then off again - this has kicked some phones back into gear, also try checking your balance (dial *100#) . If you're still experiencing problems sending texts/ calls - please send a message to "ask an agent" - they're back in the office tomorrow from 8am, they'll be prioritising any one that still is having issues. We'll pop updates here if needs be.
11:57 - Blog
Robbie has posted a blog up here - statement about next steps etc. Thanks folks, Claire
Emmett @ The giffgaff team